Customer Care

Revelare Kitchens•York, PA

About The Position

Project Support Specialists work closely with Project Managers, customers, measure technicians, and internal departments. While Project Managers are responsible for overall project completion and escalations, Project Support Specialists ensure day-to-day details are completed accurately, documented properly, and communicated in a timely manner. The ideal candidate is highly organized, detail-oriented, proactive, and comfortable managing multiple projects at different stages. They should be able to identify when an issue can be handled independently and when it needs to be brought to the project team for review or resolution.

Requirements

Strong organizational and time-management skills.
Excellent attention to detail.
Strong written and verbal communication skills.
Comfort communicating with customers by phone, email, and other communication platforms.
Ability to manage multiple projects and competing priorities.
Strong follow-through and accountability.
Comfort using computer-based project management systems, including JobTread.
Ability to learn and follow detailed processes and checklists.
Strong problem-solving skills and good judgment.

Nice To Haves

Previous experience in project coordination, customer service, construction administration, remodeling, or a similar field.
Construction or home remodeling experience.

Responsibilities

Provide customers with timely project status updates during pre-production phases and communicate project milestones, next steps, and expectations.
Activate and maintain customer portal access and ensure customers can access relevant project information and documentation.
Respond to routine customer questions and requests or direct them to the appropriate team member; escalate concerns to the Project Manager when additional support or decision-making is needed.
Maintain professional, clear, and consistent communication throughout each project.
Maintain accurate project records in JobTread and monitor outstanding administrative requirements, following up as needed.
Collect, upload, and organize required documents; coordinate information between departments to prevent administrative delays.
Follow established company processes and checklists for each project stage.
Order project accessories and other required components.
Ensure Job Coordinators provide order-material tracking and communicate potential issues or delays to customers.
Help identify missing or incorrect materials that could affect project completion.
Create customer quotes based on approved project requirements and assist with pricing services and accessories.
Ensure quotes contain accurate project information; coordinate with the project team when pricing, scope, or customer approval needs review.
Maintain accurate records of quotes and approvals in project files.
Send required warranty documentation to customers when projects are complete.
Gather, organize, and upload project completion documentation, photographs, signed forms, and other required records.
Perform quality-control documentation gathering and help ensure project files meet internal closeout requirements before projects are marked complete.
Coordinate punch-list items with the Project Manager and coordinate with the Project Scheduler and follow up for punch-list work as directed.
Track outstanding punch-list items through completion, update customers on progress, and verify required documentation is collected once work is complete.
Escalate unresolved or recurring punch-list issues to the Project Manager.
Monitor projects for issues that may affect schedule, scope, customer satisfaction, or completion; promptly provide the Project Manager with accurate information and documentation about potential problems.